This means we’re holding an item of mail for you at your local Customer Service Point.
The item hasn't been delivered because a fee needs to be paid first. Pay your fee online now
Why is there a fee?
•You've been sent an item and not enough postage was paid
•You have sent an international item where not enough postage was paid
•You've been sent an item from outside the UK, and there's a Customs charge to pay
How can I pay the fee?
•Online - using a debit /credit card or Paypal account. This is the most convenient and quickest way to pay
•By post. Please follow the instructions on the card
Please note: we will never call you and ask for payment over the phone.
How long do I have to pay the fee?
We'll hold your item for 18 days, after which it'll be returned to the sender.
If your item has a Customs charge, we'll hold it for 21 calendar daysbefore returning it to the sender.
If you are paying the fee online, we recommend you pay at least two days before the item is due to be returned to the sender.
How do I get my item?
- If you've paid online, you can choose the delivery day that’s most convenient for you
- If you're paying in person, we'll hand over your item once you’ve paid the fee
- If you're paying by post, we'll send the item for delivery once we’ve received payment. If there's no one at home, or it's too big for the letterbox, or it needs a signature, we'll leave a Something for you card.
What’s the reference number?
If you have one on your Fee to pay card, then please include this when you pay the fee online. It will help us locate your item.
Don't worry if there isn’t a number, you can still arrange a delivery without one.
How are the fees worked out?
If your item had insufficient postage or no stamps attached, a flat rate fee will be charged as follows:
•Letters/Large Letters - no postage paid/counterfeit stamp - £5.00
•Letters/Large Letters - insufficient postage paid - £1.50
•Letters/Large Letters - non-barcoded stamp used - £2.50
•Small Parcel - no postage paid/counterfeit stamp - £7.00
•Small Parcel - insufficient postage paid - £3.50
•Small Parcel - non-barcoded stamp used - £3.50
•Medium Parcel - £1.50 plus incremental postage rounded to the nearest 10 pence
•Medium Parcel - £10 fee applied to any Medium Parcel exceeding Length 61cm Width 46cm Depth 46cm and or Weight 20kg (please note, the measurements will include any packaging).
Customs fees are calculated by Border Force on behalf of HM Revenue & Customs (HMRC). These charges aren’t applied by Royal Mail. The amount will include our £8 handling fee.
Find out more about Customs charges
Can I pay a surcharge online for someone else?
Yes, but please make sure the name and address details you use match those on the Fee to pay card. Your own details only need to be added at the payment stage.
How do I collect the item from a Customer Service Point?
To keep your mail secure, we require proof of ID before handing your item(s) to you.
Please bring the Fee to pay card with you and one of the following, in the name of the person the item is addressed to:
•Credit or debit card
•Bank or building society cheque/savings book
•Valid passport
•Driving licence
•NHS Medical Card
•Photo identity card (Foreign National, Military, Police Warrant, Royal Mail Employee, NHS or senior citizen bus pass)
If you’re collecting the item for someone else, please bring the Fee to pay card and one of the above items in the name of the person the item is addressed to.
If none of the above are available in the name of the person the item is addressed to, the person collecting it needs to provide three forms of ID:
•The Fee to pay card, and
•Photo ID of yourself (passport, driving licence, foreign national ID, military ID card, police warrant card, Royal Mail employee card, NHS medical card or senior citizen bus pass), and
•Proof you live at the address the Fee to pay card was delivered to (bank statement, driving/television licence, utility bill or home insurance certificate)
Please note: only original recent documents will be accepted.
What happens to mail coming from countries outside the UK?
Items entering the UK will be subject to VAT and customs duties. Letters, postcards and documents are usually exempt.
From 1st January, the way these customs charges are collected has changed.
VAT will be applied depending on the type and value of the goods. VAT on items under £135 (with the exception of gifts) will now be collected directly at the point of sale.
For goods with a value over £135 and gifts over £39, customs charges will continue to be applied on behalf of HM Revenue & Customs (HMRC). Royal Mail may collect these directly from the recipient prior to delivery.
Letters, postcards and documents are usually exempt.
For more details please see our ‘Pay a fee’ webpage.
How do I query a Customs charge?
If, after paying for your item, you believe the charges have been wrongly applied, we recommend you contact Border Force.
If your challenge is successful, the charges will be refunded.
If the goods have been declared incorrectly, the Royal Mail handling fee is non-refundable. Details on how to challenge the charges are on the HM Revenue & Customs website.
HMRC is the main point of contact for enquiries about why items are charged, what the charges are, and general customs advice.
Please note: Royal Mail can’t enter into disputes on charges applied by Border Force or HMRC.
For more information, please see Notice 143 on the HM Revenue & Customs website.
